Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We did the free energy estimate and a $50 down payment for their services. However, when I went to schedule my services, the person who did scheduling told me that they were actually unable to complete the work that the Home Energy Specialist said was not possible and would need to find another company or contractor to do it. When I asked the Specialist for my deposit back as I was unable to actually get any work done from HomeWorks Energy, my emails, texts, and calls went unreturned. We were very disappointed as the company reneged on the work that they quoted us when we gave them the deposit, we did not back out of the work or cancel. The cancellation was entirely on HomeWorks Energy, so they basically took our money and did not perform any services.

  

  Business Response

  Date: 12/05/2022

  Hello *************  We're very sorry to hear about this.  I see that you also posted a review on ****** regarding this situation and that it has already been escalated to the appropriate management.  A refund should be in process already and you should be hearing directly from someone soon if you haven't already.  Again, I apologize and thank you for bringing this to our attention.

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to apply for a rebate through Mass Save for two ****** Nest thermostats purchased in October ********************* November 2022. After finally getting their redundant rebate form completed and try to submit I get a message that there is a technical error and should save my information and submit at a later date. When you save the information as directed the form is wiped clean. I have completed the information requested several times to get kicked out of their system. The chat references are useless and you cannot get through to anyone at Mass Save by phone. Is there really a rebate available or is this just another scam. These Nest products are not cheap and I would appreciate the $100 rebate as advertised. Very frustrating! I am a senior citizen and trying to do the right thing by conserving energy where possible. But dont make false promises!

  

  Business Response

  Date: 11/21/2022

  Hello *************  I would suggest that you reach out to Mass Save directly, or file a complaint towards them through the BBB web site.  This is HomeWorks energy.  We are a partner of Mass Save but have nothing to do with rebates sponsored by Mass Save.  Here is a link to their contact information.

   

  https://www.masssave.com/contact

   

  Customer Answer

  Date: 11/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heat pumps installed by a MassSave contractor at the end of April. All rebate forms filed by May 10. Estimated delivery of rebate ($10,000) was originally 4-6 weeks. This was then changed to 6-8 weeks. It is now September and I have not received the rebate from MassSave at this point. I have made numerous phone calls to ******** to request a status update but am told each time that they will expedite the request for the rebate and have someone call me when it has been received. There have been no calls back at this point either.

  

  Business Response

  Date: 09/16/2022

  Hello *************  You have reached HomeWorks Energy, one of the contractors that works with Mass Save.  I do not show that we have done any work for you.  For all rebate related concerns you should be addressing Mass Save.  It sounds k*** you have already tried that, but here is the link to their contact info.

   

  https://www.masssave.com/contact

   

  You can also open a new BBB case but addressed to them, not HomeWorks Energy.

  Customer Answer

  Date: 09/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mass Save may be the worst process ever created and the people working at Mass Save that answer the phone are not helpful. A recording that said "We have no clue when you will get your money back, it's in process and you will get in the next 2-3 years maybe" would be more valuable. 60+ minutes to get anyone live.Spent time understanding the mini split heat pump rebate program, 4-6 weeks and you will get your refund for the money spent for installation up to $10k; $16k of which $10K is supposed to be refunded. Mind you I am in week 11 now and told it would be another 14. So 25 weeks vs. the 4-6 they tell you.Let's start with the first 3 weeks where the person couldn't find my refund that I submitted, then said it's all set I see it here. I called back 3 weeks later to check on the refund as I thought my check would be sent 6 weeks later at most. Next person couldn't even find that my rebate was submitted. Process starts over 6 weeks in.I call to check 3 weeks later, told that the application was approved and in process. "Likely another ***** weeks". Mind you this is supposed to be a 4-6 weeks process. Called back on 9/12 and told that I'm looking at another 14 weeks.Unless the process starts with Mass Save cutting down the tree to create paper - 25 weeks to mail a check back is pathetic.Think of the gas and electric companies behind Mass Save - I can pay my bill to them via text, one click online etc. When it comes to sending money back (which Mass residents pay for on each bill) the process is between **** weeks long.

  

  Business Response

  Date: 09/13/2022

  Hello ***********  I believe you're trying to reach Mass Save directly?  This is HomeWorks Energy.  We do partner with Mass Save to do home energy assessments as well as weatherization work, but I do not show that we have ever done either one for you.  Mass Save handles rebates.  Here's a link to their contact info.

  https://www.masssave.com/contact

   

  Customer Answer

  Date: 09/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business. I am attempting to file the complaint against https://www.masssave.com/ which is what I believe I had filled this against.

  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/30/22 homeworks energy came out to do some work on my home including venting a couple dryers and installing insulation. Not only is the dryer vent installation look like a 5 year old did it, they never re installed my siding and shutters.. after a quick call the same day if the project, they let me know they were coming back on 7/9 to complete the job. Well the dryer vent was installed, but my siding and shutters are still not on my home..At this point do I need to hire someone to finish the job? Who will pay for this? And this doesnt even account for the hack job dryer vent which Ill live with.. Id like my house to have siding on it however..

  

  Business Response

  Date: 07/14/2022

  Hello ********.  We're very sorry to hear about your experience with us.  When we received your complaint, the situation was immediately escalated to the appropriate management.  I was told that on 7/11 we went back and vented the dryer vent but you were not at home, so we did not replace the vinyl or missing shutter because we didn't know where it was.  We contacted  you later that day and you let us know that you also did nor know where it was.  We are working on getting a sample from you so we can find a replacement, and we are to contact you today (7/14/22) at 1:00 PM.

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/10/19 we had a ductless split heat pump installed through Mass Save. We are an elderly couple. Every year since we have had the maintenance done. This year the technician told us we have a problem with the linesets (pipes, refrigerant). They are defective and have holes in them. It could be fixed for $2200.00. HELP!

  

  Business Response

  Date: 07/07/2022

  Hello *****.  Your case was escalated to the appropriate management.  I was just advised by one of our Managers (*****) that he has been in touch with you and that he has offered to do a leak search and repair at no cost to you. They will determine if the linesets need to be fully replaced, or if they can actually be repaired.  Two technicians are scheduled to go to your home on Tuesday 7/12.  Hopefully that will resolve this situation to your satisfaction, but please feel free to reach out if it does not.

• Initial Complaint

  Date:06/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 6/11/2022 I signed a contract to get 2 Mini Split AC/Heat units for $28,000 I gave the sales man a $150.00 deposit. I was told that within 2 days I would receive information to apply for financing through the Mass Save program .As of today I have not heard from anyone, received any e mails to apply for financing and when i call Home works no one returns my calls even though messages are left .

  

  Business Response

  Date: 06/28/2022

  Hello *****.  We have no record of any contract with you, or taking any payments.  You did have a home inspection with us in the spring, but no further activity.  It's possible that you are working with another vendor through the Mass Save program.  I would suggest that you reach out to Mass Save to see if they can help you.  Here's a link to their web site: https://www.masssave.com/contact.

  Customer Answer

  Date: 06/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  Sir I do have a copy of a signed proposal from your salesman and me It also has on it that I gave him a $150.00 deposit via a check the proposal will be under mine and my wifes name. *********************** & *********************

   

  

  Business Response

  Date: 06/29/2022

  Yes, we were able to find the information under the name ******.  I apologize for the mix up as we could not find anything under the name *****.  I was told that ***, one of our Managers, has already contacted you.  Please allow him to resolve this for you, but feel free to reach back out if he's not able to.

  Customer Answer

  Date: 07/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  we would like this resolved and no one has contacted us . Last Friday on 7/1 you people did cash our deposit check     we just want an AC/ Heat unit before the summer ends for a month we have gotten no where with you people, WHY